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Job Description

• We are looking for the Product Support Engineer with strong expertise in Networking.
• Experience working in Enterprise SD-WAN/Wi-Fi environments, docker and Kubernetes will be a good to have skill.
• Candidate should have exposer in working with global clients.
• Our platform is a network and infrastructure management platform. It delivers the modern collection, visualization, and integration capabilities required to transform raw network performance data into actionable, real-time insights.
• Should work as a member of the Support Team who would be responsible for working collaboratively and individually to solve customer issues in a fast-paced, ever-changing, and complex environment.

You will be expected to:

• Provide accurate and efficient support to our customers with software and operating systems by researching and identifying applicable solutions.
•  Provide timely and clear communication to customers.
• Reproduce issues in local test environments.
• Confirm and report defects to the development team once the applicable analysis has been completed with the customer.
• Develop and write technical documentation for product solutions knowledge base.
• Provide product feedback from customers to product management, development and account team.
• Act as an SME for the team on any networking/SDWAN/SDN/WIFI related issues, whenever in need.
• Look at network performance issues such as availability, latency, utilization and throughput that gets reported by the customer and explain or prove them the reasons.
• Troubleshooting network problems and ultimately enhancing performance for users via performance tuning.
• Analyze for root cause analysis of problems which includes for enhancements.
• Train / Coach the team members on several networking concepts based on what is used in our product.
• Support new and existing client software installations over the phone as well as via web-conferencing (desktop sharing) within established SLA's and SLO's.
• Responsible for addressing customer issues and seeking a resolution and overall customer satisfaction.
• Applying OS, DB, hardware, and product updates to customers.

Requirements:-

Key technical expertise areas expected for this role:

• Detailed understanding OSI layers and its protocols like IP, TCP, UDP.
• Routing and switching protocol expertise like OSPF BGP STP VLAN.
• Knowledge on Advanced automation in Networking like SDN.
• Knowledge on SDWAN and Enterprise Wifi technologies.
• Knowledge on IPv6.
• Detailed knowledge on SNMP.
• Excellent communication skills and strong desire to work with customers (namely network engineers, network managers and server administrators).
• Exhibit good logical and analytical problem-solving skills.
• Ability to adapt quickly to changing, growth-oriented environment.
• Able to communicate technical information clearly and precisely to customers of varying technical knowledge levels.
• Exhibit initiative with new technical challenges as well as new technologies.

Good to have skills:

• Proficient with Linux OS (file and process management)
• BASH Shell Scripting
• SQL queries (mainly select and joint syntax)
• Ansible, docker Kubernetes kafka
• Understanding of PKI (Public key infrastructure)

Education and Experience:

• Bachelors or Master’s in computers or related field.
• Minimum 3+ years of product support experience with international clients